Patient Engagement Coordinator

Job Title : Patient Engagement Coordinator

Reports to : Practice Owner

Locations : North Reading, MA with limited travel to Boston, MA and Cambridge, MA

Classification : Full-time

Job Summary :

The Patient Engagement Coordinator is the front-facing ambassador of the practice, responsible for elevating the patient experience from first contact through checkout and follow-up. This role blends patient care and service excellence, communication management, operational support, and technology-assisted patient communication to ensure every patient feels informed, valued, and connected to their care.

This role is ideal for someone who enjoys connecting with people, improving processes, and maintaining a positive, organized, patient-centered flow in a clinical environment.

Key Responsibilities :

Patient Care Coordination

Serve as the primary point of contact for patient inquiries (phone, email, text, online forms)

Ensure that all patient interactions are handled with care and professionalism

Deliver a warm, efficient, and professional experience during check-in and check-out

Participate in the delivery of patient care in the way of pre-testing including auto-refraction and fundus photography (training provided)

Manage patient reminders, recalls, follow-ups, and satisfaction initiatives (e.g., Google reviews, surveys)

Support patient education efforts regarding services, benefits, and specialty offerings (e.g., myopia management, dry eye services)

Resolve patient concerns quickly and compassionately, escalating complex situations when appropriate

Appointment & Schedule Management

Maintain and optimize the provider schedule to reduce gaps and maximize patient flow

Confirm upcoming appointments and execute no-show reduction strategies

Monitor daily practice volumes and proactively support same-day scheduling when appropriate

Technology & Patient Engagement

High-Touch Digital Communication :

Oversee patient-facing platforms including Mango Voice, texting systems, and Compulink messaging to deliver seamless, polished, and timely communication at every touchpoint

Digital Intake & Eligibility Support :

Update patient information, assist with digital forms, and verify eligibility or insurance details with accuracy and discretion

Engage in the development and utilization of patient facing technologies that may include patient portals, communication tools, online payment systems, etc.

Reputation Stewardship :

Support the curation of our online presence by assisting with review generation, testimonial coordination, and refined messaging across key digital channels

Elevated Social Media Touchpoints :

Maintain a light but thoughtful social media presence by posting simple, on-brand content that reflects the practice's elevated aesthetic and patient-centered values

Digital Outreach & Community Presence :

Assist with premium-quality outreach such as updating online listings, distributing polished announcements, and coordinating selective community-facing communications

Engagement Insights :

Monitor essential digital metrics—reviews, message engagement, and campaign responses—and surface notable trends to leadership

Marketing and Growth

Collaborate with the practice owner on marketing initiatives and community outreach to attract new patients and strengthen engagement with existing patients and community members

Coordinate and participate in community events and health fairs to promote the practice

Monitor and analyze the effectiveness of marketing campaigns and adjust strategies as needed

Build and maintain relationships with local businesses, healthcare providers, and community organizations

Benefits & Perks

Curated with the same level of care, refinement and attend that we extend to our patients

Exceptional Time Away

Enjoy two weeks of paid vacation, thoughtfully structured to support true rest, balance, and personal well-being

Concierge-Level Eyecare Privileges

Receive exclusive, in-office eyecare and eyewear benefits—mirroring the elevated experience we offer our patients

Refined, Modern Work Environment

Work in a beautifully designed, calm, and contemporary clinical setting where aesthetics, comfort, and efficiency are intentionally aligned

Supportive, High-Caliber Team Culture

Join a team that values professionalism, warmth, and mutual respect—where your contributions are noticed, appreciated, and encouraged

Predictable, Balanced Schedule

Enjoy the stability of a consistent full-time schedule without late nights or chaotic demands, allowing for both professional excellence and personal harmony